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title: service desk analyst
requisition id: 57475
country/region: mx
wipro limited (nyse: wit, bse: 507685, nse: wipro) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
service desk analyst
willing to work in 24x7 shifts
to provide 1st line technical support; answering support queries via phone, email, chat and web
to maintain a high degree of customer service for all support queries and adhere to all service management principles.
to take ownership of user problems and be proactive when dealing with user issues.
logging / verifying customer details
identifying the issue and categorizing / prioritize the incident
creating a ticket in itsm tool
referring kb for workaround / resolution and attempting resolution
ticket re-assignment to l2 if ticket unresolved by l1 (wherever applicable)
ticket re-assignment to prg's if ticket unresolved by l1 (wherever applicable)
recording trend of calls and identifying outages proactively
callbacks for customer not reachable cases & customer request
identifying the trend of calls / tickets and highlighting it to l2 / tl as applicable for outage confirmation
mandatory skills: tis service desk. experience: 1-3 years.
we are building a modern wipro. We are an end-to-end digital transformation partner with bold ambitions. We seek people inspired by reinvention—of themselves, their careers, and their skills. We value the constant evolution of our business and industry. Join us to realize your ambitions at wipro. Applications from people with disabilities are explicitly welcome.
if you encounter any suspicious mail, advertisements, or persons offering jobs at wipro, please email us at helpdesk.recruitment@wipro.com. Do not send your resume to this email as it is not monitored for applications.
any complaints or concerns regarding unethical/unfair hiring practices should be directed to our ombuds group at ombuds.person@wipro.com.
we are an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, caste, creed, religion, gender, marital status, age, ethnicity, gender identity, sexual orientation, political orientation, disability, veteran status, or any characteristic protected by law.
wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodations will be provided to all applicants, including persons with disabilities, throughout the recruitment process. Please communicate any accommodation needs in advance. We value diversity and provide equal opportunities to all.
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